Customer Service Representative

The NCM Insurance Agency Customer Service Representative (NCMI CSR) is responsible for providing exceptional customer service through phone, email, and digital communication channels. This position serves as a primary point of contact for existing and prospective customers, assisting with policy inquiries, routine policy changes, renewal payments, documentation requests, and general insurance questions. The CSR also supports insurance agents by preparing quotes, finalizing quotes that are ready for payment, maintaining policy documentation, assisting with customer retention, and educating customers on available online self-service options. This position requires strong communication skills, attention to detail, and the ability to manage multiple responsibilities while ensuring a positive customer experience. ESSENTIAL DUTIES AND RESPONSIBILITIES Answer incoming phone calls, emails, and digital inquiries regarding insurance policies, coverage questions, customer concerns, and general agency information. Provide prompt, professional, and courteous customer service across all communication channels. Assist customers with routine policy servicing requests, including policy changes, insurance ID cards, documentation requests, and renewal payments. Support insurance agents by gathering necessary information for new business and existing policy requests. Assist insurance agents with policy documentation, record retention, and compliance requirements. Contact existing customers regarding upcoming renewals, outstanding information, and payment requirements to help prevent policy lapses. Monitor and respond to customer inquiries, ensuring all questions and service requests are addressed accurately and in a timely manner. Educate customers on available online self-service options and assist with navigating digital insurance resources. Review customer policies as needed and direct requests for new coverage, policy upgrades, or complex changes to the appropriate insurance agent. Maintain accurate records of customer interactions, policy requests, and follow-up activities. Identify opportunities for process improvements and make recommendations to management when appropriate. EDUCATION/EXPERIENCE High school diploma or GED required. Previous customer service or administrative experience preferred. Knowledge of insurance products, policy coverages, and policy schedules preferred. Previous experience in an insurance agency or related industry is a plus. QUALIFICATIONS Be a well-organized and self-directed individual who is a team player. Ability to prioritize responsibilities, manage multiple tasks, and maintain accuracy in a fast-paced environment. Strong problem-solving skills with the ability to adapt to changing priorities and customer needs. Ability to remain composed and professional when handling challenging customer situations. Demonstrate strong attention to detail, organizational skills, and effective follow-through. Possess a strong work ethic and unquestioned personal and professional integrity. Maintain a high level of commitment to team goals and company values. Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and Teams. Ability to learn and effectively utilize agency management systems and digital communication platforms. ESSENTIAL PHYSICAL REQUIREMENTS Ability to sit and/or stand for extended periods of time. Ability to lift and carry up to 10 lbs. Ability to operate computers, telephones, and standard office equipment. Must have sufficient mobility to move around the office and surrounding work environment.